NPS Gauges Loyalty. CX Drives It.
Net Promoter Scores — commonly called NPS — have been a basic metric of business since Bain and Co. introduced the concept in 2003. The
October 9, 2023
Expert thinking on BPO, call center strategy, AI, outsourcing trends, and everything it takes to deliver world-class customer service.
Net Promoter Scores — commonly called NPS — have been a basic metric of business since Bain and Co. introduced the concept in 2003. The
Loyal customers are crucial for your business. They return more often and spend more each visit than disengaged customers; they’re enthusiastic advocates and your best
5.18 billion people have internet access, but only a few are potential B2B customers. Those are the people who need to hear your message. How
Tech support agents may seem like technical wizards, but when they operate in a tiered system, they become the cornerstone of a smart CX strategy.
Business process outsourcing (BPO) is a strategic move in many industries — but it’s not typical in the utility sector. In fact, ClearSource’s services to
From developing strategy and building brand recognition to attracting and retaining key talent — every emerging brand is doing a juggling act. Unfortunately, customer experience
Many factors influence the success of an emerging brand and its ability to find traction and grow — and at the top of that list
Ever since Chat GPT stunned the world in November 2022, artificial intelligence (AI) has become nearly synonymous with generative AI and large language models. Thousands
Improving customer experience and satisfaction is the goal of every BPO and customer service center. But what does it really mean to improve customer satisfaction?
Silicon Slopes, an annual event that brings tech companies from around the country to Utah, offers a great opportunity to discover new strategies that can
When people call your business looking for a solution to their problem, they’re taking time out of their busy day to reach out with the
How do you accurately measure customer success? It’s a question that has stumped too many BPOs and call centers. Many look to industry standard call